Refund policy

SECTION 1 - RETURNS

If you're not entirely satisfied with your purchase, we're here to help.

For damaged or defective items, we will accept refunds within 3 days from purchase after the order has been confirmed as delivered for cash-on-delivery (COD) orders and prepaid orders. Returns after 3 days are not eligible for a refund.

For prepaid orders (Bank Transfer, Remittance, Over-the-counter transactions), the customer may send us an email request for a refund as soon as the payment is verified. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and include a printed copy of the proof of purchase/ delivery invoice.

The following items are not accepted for refunds:

- Perishable goods such as food, flowers, plants; 

- Consumable items, such as sprays or lotions; 

- Newspapers or magazines.;

- Gift cards;

- Downloadable software products;

- Health and personal care items; 

- Other items not purchased directly from our online store (i.e. affiliates links, external stores, 3rd party providers, etc.)

For us to process your refund, please send us an email stating the reasons for the refund, photos of the item's defect, and a copy of the proof of purchase, such as a transaction receipt or order number.

We will then contact you within 3-5 business days to finalize the details of your refund and return of the item. Please do not send your purchase back to the manufacturer. Note that shipping charges for all returns must be prepaid and insured by you.

SECTION 2 - REFUNDS 

Once your item is received, we will inspect it and notify you via email that we have received your returned item. We will also immediately notify you on the approval/ decline of your refund after thoroughly inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment), and have the amount credited to you within a certain amount of days, depending on your card issuer's policy. Please note that the cost of shipping for all shop purchases are non-refundable and are not included in any refunds.

SECTION 3 - LATE OR MISSING REFUNDS

Depending on your card issuer's policy, refunds may take 15-30 business days upon the merchant's approval of your refund. Contact your credit card company/ bank as it may take some time before your refund is officially posted into your account..

If you’ve done all of this and you still have not received your refund yet, please contact us at cookiekatsshop@gmail.com.

SECTION 4 - SALE/ GIFT ITEMS

Only regular priced items may be refunded. Sale or gift items are non-refundable.

If the item was marked as a gift when purchased.

SECTION 5 - SHIPPING

To return your product, please contact us at cookiekatsshop@gmail.com before shipping to us your item.

In your email, please include the reasons for the refund, photos of the item's defect, and a copy of the proof of purchase, such as a transaction receipt or order number.

We will then contact you within 3-5 business days to finalize the details of your refund and return of the item. Please do not send your purchase back to the manufacturer.

Note that shipping charges for all returns must be prepaid and insured by the customer requesting the refund. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.